Patient Information

Patient Information

Fees and Billing

Box Hill Superclinic bulk-bills patients with valid Medicare cards. Patients without Medicare cards will incur consultation fees – you will be advised at time of check-in or consultation. Fees may be charged in some instances for certain procedures and you will be advised at time of check-in or consultation. Fees are due and payable at the time of consultation. We accept cash, credit card and EFTPOS payments. Electronic Medicare claiming is available via secure internet connection for patients who have paid their private accounts.

If you are experiencing financial difficulties, please speak to your doctor at the time of your consultation.

Appointments

All consultations with our Doctors are by appointment only. However, patients with urgent medical problems without an appointment will be accommodated and attended to promptly.

Longer consultation times and an interpreter service are available to all patients, so please enquire or inform us when you make your appointment.

Online bookings will be available shortly at Box Hill Super Clinic. You will be able to make a booking with the Doctor of your choice at a time that suits you without the hassle of a phone call.

Home visits are only available for regular patients of this Clinic (living within a 5km radius) who are unable to attend because of their medical condition. Visits can also be arranged for practice patients in nursing homes and retirement villages in the vicinity. Consultation fees may be incurred.

Telephone Doctor

Our doctors DO NOT consult on the telephone. A message will be taken when a patient calls with an enquiry and an answer may be relayed for simple matters.

Of course, in medical emergencies or urgent circumstances, calls will be put through to your doctor.

Repeat Prescriptions and Referrals

It is a practice policy that our patients are reviewed regularly if on medication. Therefore, depending on your condition, you will be required to make an appointment to see your doctor for repeat prescriptions if you have not been seen within the previous 2 weeks..

Our Doctors are unable to back-date any documents including referrals, as this is illegal.

Test Results

Our doctors do not discuss test results with patients over the telephone unless they deem it necessary. Patients are required to make follow-up appointments to discuss their results.

Reminder System

Box Hill Superclinic is committed to preventative care. We may issue you with a reminder or recall notice via telephone, SMS or letter from time to time offering you preventative health services appropriate to your care. If you do not wish to be part of this system, please inform us.

Medical Students and GP Registrars

Box Hill Superclinic is a teaching practice for universities and other government regulated bodies. There will be instances when we will ask you (prior to your consultation) if you are willing to have either a medical student or GP Registrar present. It is of great benefit for these students/registrars to observe a consultation and we are grateful for your participation. However, this is totally optional and we will understand if you refuse.

Management of your Personal Health Information

Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of staff. We are committed to protecting the personal information that you entrust to us.

Your Rights

If you have a problem, we would like to hear about it. Please feel free to talk to your Doctor, one of our managers or receptionists. Alternatively you may prefer to write to us or use our suggestion box. We take your concerns, suggestions and complaints seriously.

Complaints

If you are not satisfied with our service, please contact us. We take complaints seriously and aim to resolve them quickly and fairly.
If you remain dissatisfied with our response, you may contact the Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial.

To lodge a complaint with the HCC:
Fill out a complaint form online at hcc.vic.gov.au or
Phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.